Lufthansa damaged baggage: report, prove and value the claim

Normal wear, an inherent defect or damage caused by unsuitable packing can be excluded. A broken wheel, torn shell or missing contents needs evidence connecting it to checked carriage.

Airport checklist

If the desk is closed, use Lufthansa's online reporting route immediately and save the submission timestamp. Explain why an airport report was impossible.

PIR and written complaint

The PIR records a baggage irregularity; it does not safely replace the written claim required by Article 31 of the Montreal Convention. Send the complaint as soon as possible and no later than seven days after receiving damaged checked baggage.

The seven-day period is short. Do not wait for a repair quote if that would risk the deadline. Notify Lufthansa in writing first, describe the damage and state that valuation documents will follow.

Include the passenger's name, booking code, e-ticket, flight date, route, baggage-tag number, PIR reference, delivery date and requested remedy. Keep proof that Lufthansa received the submission.

What damage is covered?

For checked baggage, the carrier is liable for destruction, loss or damage when the event occurred on board the aircraft or while the bag was in its charge, subject to the baggage's inherent defect, quality or vice.

Potentially covered examples include:

• a cracked hard-shell case;
• a wheel or telescopic handle torn away;
• a large cut caused during handling;
• wet contents after exposure in carrier custody;
• missing contents following forced opening;
• damage to a properly packed sports item.

Scuffs, scratches, minor dents and ordinary abrasion may be treated as normal wear. The distinction depends on function and severity, not merely Lufthansa's label. Show whether the bag can still close, roll, protect contents and meet carriage requirements.

Packing and inherent defects

Lufthansa can resist damage caused by the suitcase's own defect or inadequate packing. An overfilled case with a failed zip, fragile item placed without protection or worn-out handle may raise that defence.

Photographs taken before departure are especially valuable for expensive or specialist baggage. Purchase records, warranty history and prior repair evidence help establish age and condition.

Do not sign a statement admitting unsuitable packing unless it is accurate. If staff attach a limited-release tag at check-in, photograph it and note the stated reason. Such a tag is evidence, not necessarily a complete waiver of Convention liability.

Repair or replacement value

The purpose of compensation is to restore proven value, not automatically provide a new premium suitcase. Lufthansa may arrange repair, offer a replacement or reimburse a reasonable amount.

Obtain a repair estimate which identifies parts and labour. If repair is impossible or uneconomic, ask the assessor to say so. For replacement, provide the original purchase date and price, current equivalent and evidence of condition.

Depreciation is common. A five-year-old suitcase is not ordinarily valued as unused, although a durable high-quality item can retain meaningful value. Challenge a reduction with facts about age, warranty and condition rather than demanding retail price alone.

Do not dispose of the bag until Lufthansa confirms inspection is complete or retention is unnecessary. If safety requires urgent disposal, photograph it comprehensively and obtain a written statement from the airport or repairer.

Contents damaged or missing

List each affected item separately. Photograph wet, broken or stained contents and preserve them where hygienic and safe. Supply receipts, product records or other proof of ownership.

Valuables should generally remain in cabin baggage. Carrier conditions often restrict liability for money, jewellery, documents, electronics and fragile items in checked luggage, while the Montreal Convention still requires a case-specific legal assessment. A special declaration of interest accepted at check-in can raise the ceiling.

Suspected theft should also be reported to airport police where appropriate. A police report supports the factual record but does not replace the Lufthansa claim.

Current liability limit

The Montreal Convention baggage ceiling rose to 1,519 SDR per passenger on 28 December 2024. SDR is not the euro, pound or dollar and its exchange value varies.

The ceiling combines all proven baggage damage for that passenger from the event. It does not guarantee 1,519 SDR for a broken suitcase and does not multiply by the number of checked pieces. A higher accepted declaration can change the limit.

Example: one passenger checks two bags and proves total damage worth less than the ceiling. The claim is valued at actual proven loss. If the total exceeds 1,519 SDR, recovery is normally capped unless a special declaration or intentional/reckless conduct exception is established.

Mobility aids and specialist equipment

Damage to a wheelchair or other mobility equipment can have urgent accessibility and valuation consequences. Report it immediately, ask for temporary replacement and document repair needs. Separate EU accessibility rules can require assistance beyond an ordinary suitcase workflow.

For musical instruments, sports equipment and child equipment, preserve the carrier's acceptance record and any paid special-baggage fee. Proper packing, declared contents and pre-flight condition can decide the dispute.

Damage after delayed delivery

A bag returned by courier after a delay should be inspected at once. Photograph packaging and seals before opening. Notify Lufthansa within seven days of receipt about damage, while the separate delayed-baggage expense claim must be made within 21 days after delivery.

Use separate schedules for physical damage and interim purchases. The delayed and lost baggage guide explains necessity costs and the 21-day loss point.

Escalating a valuation dispute

If Lufthansa denies visible damage as wear and tear, respond with function evidence, repair opinion and before-travel condition. If it offers an unsuitable replacement, compare dimensions, material, capacity, warranty and specialist features without insisting on cosmetic identity.

Keep limitation in view. Court action under the Montreal Convention must generally be brought within two years, calculated under the law of the court hearing the case. A complaint exchange should not be assumed to stop that period.

The Lufthansa baggage deadlines guide provides a calendar for preserving rights.

FAQ

How long do I have to report Lufthansa baggage damage in writing?

The Montreal Convention requires a written complaint no later than seven days after receipt of checked baggage.

Does a PIR complete my damage claim?

No. It records the airport incident, but send Lufthansa a separate written complaint with evidence and valuation.

Must Lufthansa buy me a brand-new suitcase?

Not automatically. Repair or depreciated replacement value may be appropriate depending on age, condition and repairability.

Are scratches covered as damaged baggage?

Minor cosmetic wear may be excluded; demonstrate any structural or functional effect when contesting that classification.

Is the 1,519 SDR limit paid for each suitcase?

No. It is normally a per-passenger ceiling for combined proven baggage loss from the carriage.

Official sources

• Montreal Convention of 1999: checked-baggage liability and written complaints.
• ICAO revised liability limits: current 1,519 SDR ceiling.
• Regulation (EC) No 2027/97: EU-carrier liability and passenger notice.
• Lufthansa baggage irregularities: current reporting and damage process.
• Lufthansa baggage liability information: exclusions, declarations and carrier terms.
• Regulation (EC) No 1107/2006: assistance for disabled persons and reduced-mobility passengers.